Senior Manager - Software Development Engineering

Key Responsibilities

• Serve as the solution execution lead, delivering core capabilities, AI frameworks, and platform enablers that drive measurable business outcomes across contact center operations
• Lead end-to-end solution delivery across omnichannel platforms, improving first-contact resolution, reducing call drivers, and increasing agent productivity and experience consistency
• Deliver foundational AI capabilities that enable workflow automation, reusable service agent patterns across assisted and self-service channels, and adoption of agent orchestration approaches
• Drive execution across engineering and operations to deliver scalable, reliable solutions aligned to business KPIs
• Lead innovation and POCs, accelerating adoption of AI and automation capabilities into production solutions that deliver business value
• Advance DevOps and CI/CD practices and modernize release management to improve delivery velocity, stability, and adoption
• Ensure solutions meet performance, scalability, and reliability standards, driving improved operational metrics and customer satisfaction

Required Qualifications

• 8+ years of experience in software engineering, solution architecture, or platform engineering, delivering large-scale enterprise solutions
• Proven ability to lead end-to-end solution delivery for complex, distributed platforms (contact center, CRM, or omnichannel ecosystems), driving measurable improvements in performance, scalability, and user experience
• Strong experience driving modern engineering practices, including DevOps, CI/CD, cloud-based architectures, and API-driven integrations to improve delivery speed, quality, and reliability
• Experience delivering or enabling AI-driven capabilities or automation frameworks within enterprise platforms
• Ability to translate business and product needs into scalable technical solutions that drive measurable outcomes, including improved speed to market, operational efficiency, and customer experience

Preferred Qualifications

• Proven leadership in executing cross-functional and cross-program initiatives, ensuring alignment and delivery against shared business goals
• Strong communication skills with the ability to clearly articulate technical strategy, trade-offs, and delivery risks
• Experience with contact center platforms (Salesforce Service Cloud, Five9, etc.)
• Experience with SAFe or large-scale Agile programs
• Healthcare or regulated industry experience